WELCOME TO
CX-EXCELLENCE.COM

No company can afford to lose customers. If your customers are leaving and you don't know the reason, it's time to find the causes. There are different ways to do this. Call me and we can discuss how I can help you stop the losses and return to revenue growth.

Is your growth stagnating? Do you get the feeling that customers want more, but you can't put your finger on what? Do you feel that you know your customers as well as you should? Would you like to establish a closer relationship with your customers? If the answer to any of these questions is yes, it's a great opportunity to launch a Voice of Customer program to listen to your customers and to act on their feedback. With over 20 years of experience in a customer-facing B2B environment, I'm in an excellent position to give you the support you need.

Have you established a voice of customer program or a survey program (NPS, CSAT, Customer Effort Score, or any other system) but you are unsure how to deal with the feedback? Call me and let's discuss how I can help you put your action program on track, showing your customers that you are listening to them and acting on their feedback!

Are your customers complaining about a lack of responsiveness when you handle their complaints? Let me help you put in place a complaint handling system that will lead to a quick increase in customers satisfaction. Talk about Quick Wins!

 

WHO I AM

A Passion for Customers

I've always enjoyed being on the frontline with customers. From early days in the airline business to my last position at ABB in Zürich, as the owner of ABB's Voice of Customer (VoC) and global complaint resolution programmes.

Time spent in Japan gave me the passion for Customer Experience. Anyone witnessing Japanese customer service will know what I mean. Such dedication and focus on the customer can only stem from cultural origins.

At ABB, I led the development of a Voice of Customer program, delivering powerful insights with a profound effect on future company priorities. We developed our complaint management tool to track performance in customer follow-up. Being able to gauge how customers felt about solutions provided to them enabled us to make corrections if needed. Our finger was on the pulse.

Now, with over 20 years of experience, I get to enjoy my passion daily. I help Sales Directors, Operation Heads, and other Managers to find the customer pulse and keep their finger on it. I specialize in establishing efficient Voice of Customer and Complaint Management programs driven by company cultures that seek to deliver the best experiences. And with this customer data, we can examine the customer journey, find the pain points, and correct them to deliver a level of service that differentiates from the competition.

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Contact me now to explore how I can help you to grow your company further!

CONTACT ME

Michael Brandt

6900 Lugano
Switzerland

+41 79 313 8528